Hector Goneke
Edmonton,AB
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Manager Underwriting & Claims
TT Underwriting Managers South Africa
01.2017 - 12.2023
- Provide customer service by overseeing and enhancing customer service processes to ensure high levels of client satisfaction.
- Address customer inquiries, queries, complaints and escalations in a timely and professional manner.
- Lead and manage Underwriting and Claims teams, providing guidance and support to achieve performance goals.
- Conduct training sessions to enhance the team's knowledge of insurance products, policies, and procedures.
- Supervise the administration of insurance policies, ensuring accuracy and compliance with regulations.
- Collaborate with other departments to streamline processes and resolve issues.
- Identify and mitigate potential risks related to customer service, policy administration, and claims handling.
- Implement strategies to minimize errors and improve overall operational efficiency.
- Stay updated on industry regulations and ensure that the service team adheres to legal and compliance standards.
- Implement changes in policies and procedures as required by regulatory updates.
- Develop and monitor key performance indicators (KPIs) to measure the effectiveness of the service team.
- Implement strategies to improve performance and meet business objectives.
- Leverage technology and systems to streamline service processes and enhance the customer experience.
- Stay informed about technological advancements in the insurance industry.
- Facilitate clear communication between departments, ensuring a seamless flow of information.
- Communicate updates, changes, and important information to the service team.
- Identify opportunities for process improvement and implement changes to enhance efficiency.
- Encourage a culture of continuous learning and improvement within the service team.
- Provide information and education to customers regarding insurance products, coverage, and claims procedures.
- Develop educational materials to assist customers in understanding their policies.
- Collaborate with other departments, such as sales, underwriting, and claims, to address cross-functional issues and improve overall business performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
New Business Manager
Alexander Forbes Insurance South Africa
01.2011 - 11.2016
- Broker Onboarding
- Formulation and implementation of Strategy
- Screening of Business Partners and Portfolios
- Developing Underwriting Criteria
- Assisted with the development of New Products
- Developed new business strategies to enhance market penetration and client acquisition.
- Led cross-functional teams to implement innovative insurance solutions for diverse client needs.
- Analyzed market trends to identify growth opportunities and refine product offerings.
- Established strong relationships with key stakeholders, fostering collaboration and trust.
- Oversaw performance metrics to ensure alignment with strategic business objectives.
- Mentored junior staff, enhancing team capabilities and promoting professional development.
- Streamlined processes to improve operational efficiency and reduce service delivery times.
- Conducted competitive analysis to inform strategic planning and positioning efforts.
- Mentored junior team members in best practices for effective client acquisition and retention strategies.
- Evaluated competitor offerings to ensure the company''s products or services remained competitive in the marketplace.
- Implemented innovative marketing strategies to raise brand awareness and attract new clients.
- Developed strategic partnerships for mutual gain, fostering long-term collaborations.
- Delivered impactful presentations to stakeholders, showcasing progress updates and future growth plans.
- Increased business growth by identifying and targeting new market opportunities.
- Led a high-performing sales team, providing ongoing coaching and professional development support.
- Contributed significantly towards achieving organizational goals by consistently meeting or exceeding individual targets set each quarter.
- Optimized budget allocation by analyzing financial data and prioritizing resources accordingly.
- Liaised with clients to identify and target inefficiencies in areas of risks / business controls, process gaps and workflow discrepancies.
- Conducted comprehensive market research to identify emerging trends and potential opportunities for expansion.
- Streamlined operational processes for increased efficiency and productivity within the team.
- Negotiated favorable contract terms, securing beneficial agreements for both parties involved.
- Drove process improvements within the organization through regular assessment of workflow efficiencies.
- Established measurable performance metrics for continuous improvement in all aspects of the business operations.
- Enhanced client satisfaction with exceptional relationship management skills and attentive customer service.
- Collaborated cross-functionally, aligning departmental objectives to achieve optimal results as a unified organization.
- Leveraged industry connections to generate leads and expand network reach, resulting in an increase in referrals and repeat business clientele.
- Boosted profitability with cost-saving initiatives, reducing unnecessary expenses while maintaining quality standards.
- Communicated with customers and vendors positively with particular attention to problem resolution.
Manager New Business & Strategic Support
Auto & General Insurance, South Africa
06.2008 - 11.2010
- Managed relationships with channel partners to ensure that the organization achieved its desired output. This was accomplished by functioning with flexibility and agility, which helped me achieve business targets through corporate and small business partnerships. Throughout this process, I always worked with honesty and integrity, and I was always willing to perform tasks outside of my job description with enthusiasm.
- Participated in ensuring a common organizational goal of meeting and exceeding quarterly targets is attained. Achieved this by receiving constructive criticism well and using it as an opportunity to grow and improve.
- Established and maintained beneficial working relationships and assisted with the recruitment and training of new employees while monitoring the productivity of current employees.
- Assessed and researched to evaluate the severity of risk on company decisions and client portfolios. To achieve this, I utilized diverse business processes and strategy development.
- Utilized my excellent transcription skills to record meeting details and initiatives accurately.
Portfolio Manager
Santam Insurance Ltd, South Africa
01.2001 - 05.2008
- Assisted with the recruiting and interviewing of new and potential employees.
- Functioned with a high level of technical competency.
- Managed developed and supervised team to achieve business targets through corporates and small businesses.
- Managed relationships with channel partners to get the desired output for the organization.
- Managed Portfolio Profitability.
- Identified new potential partners and negotiated terms and deal closures.
- Worked with a high level of confidence and ambition.
- Worked well with diverse populations in a variety of company settings.
- Trained and Developed consultants to get them aligned to company objectives.
- Worked well independently as well as in a team to solve problems.
- Data analysis.
- Assisted with Product development.
- Claims Management.
- Portfolio Corrective action
Business Development Manager
CTU, South Africa
11.1996 - 12.2000
- Worked diligently to meet the company targets and always adhered to the company protocol.
- Effectively sold company services to clients, which resulted in year-over-year revenue growth.
- Kept clients informed about policy progress and provided updated information to help them make informed decisions.
- Utilized my multitasking and prioritization skills to ensure new business projects are serviced accordingly.
- Contributed to creating company objectives and supported them. Utilizing my multilingual speaking abilities, I was able to communicate effectively with clients from diverse backgrounds.
- Collaboration with colleagues by remaining open-minded and humble.
Insurance Broker
AON Insurance Brokers
04.1991 - 07.1996
- Demonstrated ability to work both independently and in a team to solve problems.
- Maintained a friendly, hardworking, and punctual work ethic.
- Organized and prioritized tasks to complete assignments in an efficient and timely manner.
- Effectively participated in cross-team strategizing efforts to achieve optimal goals.
- Encouraged the use of Information and Communication Technologies among team members.
- Demonstrated excellent creative thinking abilities and skills.
- Placement of Policies/ Policy Administration/Renewal/Audit
- Soliciting of quotes from different Insurers and advising Clients accordingly
- Developed comprehensive insurance solutions tailored to client needs, ensuring optimal coverage and risk management.
- Negotiated policy terms with underwriters, enhancing client satisfaction through competitive pricing and service.
- Analyzed market trends to identify new business opportunities, driving growth in client portfolio.
- Mentored junior brokers on industry practices, fostering professional development and knowledge-sharing within team.
- Conducted thorough risk assessments for clients, providing strategic recommendations to mitigate potential liabilities.
- Implemented streamlined processes for policy renewals, improving efficiency and reducing turnaround times significantly.
- Established strong relationships with clients, enhancing loyalty and retention through exceptional service delivery.
- Led cross-functional teams in developing innovative insurance products, aligning offerings with market demands and customer preferences.
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Assisted clients with claims processing, ensuring a smooth experience during difficult times.
- Collaborated with underwriters to negotiate favorable terms for clients, ensuring competitive pricing and comprehensive coverage.
- Calculated quotes and educated potential clients on insurance options.
- Conducted risk assessments to identify potential liabilities and recommend appropriate coverage levels based on clients'' unique situations.
- Achieved high customer retention rates by maintaining open communication channels and addressing concerns promptly.
- Evaluated accuracy and quality of data entered into agency management system.
- Participated in ongoing professional development, staying current with insurance best practices and emerging industry trends.
- Streamlined the insurance application process, resulting in faster approvals and increased efficiency.
- Enhanced customer loyalty by delivering timely and accurate policy updates and renewal information.
- Organized regular check-ins with clients to review coverage limits and ensure adequate protection as their life circumstances changed.
- Reported policy changes and company conditions affecting customer satisfaction.
- Met with prospective customers and business owners in homes, businesses, and other settings.
- Implemented an organized system for managing client files, improving overall productivity and data management capabilities.
- Expanded the company''s client base through effective networking and relationship-building strategies.
- Improved operational efficiency by implementing new technologies that streamlined policy quoting and comparison processes.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Educated clients on insurance policies and procedures.
Education
J.D. - Business Management
Wits Business School
South Africa01.2007
Executive Development Program Certificate - undefined
Wits Business School
01.2001
Management Development Program Certificate - undefined
Wits Business School
01.2001
New Managers Program Certificate - undefined
Wits Business School
01.2000
Intermediate Certificate in Insurance Studies - undefined
IISA
01.1999
Certificate of Proficiency in Short-term Insurance & Risk Management - undefined
IIZ
01.1993
A level GCE - undefined
Cambridge
01.1990
Skills
- Conflict Resolution
- Critical Thinking
- Problem-solving
- Leadership
- Decision Making
- Communication
- Interpersonal
- Business Strategy
- Customer Service
- Business Development
- Microsoft Office
- Teamwork Builder
- Effective Time Management
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Documentation and reporting
- Goal setting
- Project management
- Strategic planning
- Relationship building
- Cross-functional teamwork
- Project planning
- Conflict resolution
- Sales techniques
- Performance evaluations
- Workforce management
- Business administration
- Marketing
- Negotiation
- Budget control
- Business development
- Key performance indicators
- Lead generation
Languages
English
Full Professional
Certification
Commercial/Personal lines /Auto Insurance
Claims Including processes
Timeline
Manager Underwriting & Claims
TT Underwriting Managers South Africa
01.2017 - 12.2023
New Business Manager
Alexander Forbes Insurance South Africa
01.2011 - 11.2016
Manager New Business & Strategic Support
Auto & General Insurance, South Africa
06.2008 - 11.2010
Portfolio Manager
Santam Insurance Ltd, South Africa
01.2001 - 05.2008
Business Development Manager
CTU, South Africa
11.1996 - 12.2000
Insurance Broker
AON Insurance Brokers
04.1991 - 07.1996
Executive Development Program Certificate - undefined
Wits Business School
Management Development Program Certificate - undefined
Wits Business School
New Managers Program Certificate - undefined
Wits Business School
Intermediate Certificate in Insurance Studies - undefined
IISA
Certificate of Proficiency in Short-term Insurance & Risk Management - undefined
IIZ
A level GCE - undefined
Cambridge
J.D. - Business Management
Wits Business School